OPERATIONS: CLIENT RELATIONS AND HOSPITALITY
Hey Giles! Client relations and hospitality are a big part of what we do at Stoked. We take a customized, high-touch approach with our clients - from designing the materials we use, to being intentional with the way we communicate, to finding ways to surprise and delight throughout our engagement.
Here's a peek at some of what we do in preparation for business development meetings, and client engagements. I'm happy to dig deeper into any of these, if you're interested! Holler with questions!
When we send a proposal (usually in the form of a PDF or a website) we attach a video, as a means of personalizing and humanizing the content.
This also helps our clients get a sense of our "style" - which is attractive to some, and not to others! - as part of the two-way vetting process.
Every proposal we write is custom-designed, with three goals in mind: 1) making our clients feel heard and understood, 2) helping them understand exactly what they'll get from working with us, and 3) anticipating - and answering - their questions.
THE KICK-OFF CALL
THE Kickoff call
Once a client has agreed to engage with us, we schedule a kick-off call. We typically send an agenda ahead of time to give clients a sense of what to expect.
Sometimes we share the kick-off agenda in the form of a short video. This gives clients a sense of our style, and it sets the light, fun tone for the work to come.
The session itself
A day or two before our session, we give our clients an overview of what to expect. This is an important part of making the experience human-centered, as it helps our clients feel comfortable and considered.
We share the agenda for our session, some "pro tips", an overview of who's going to be in the room, and more.
Of course, we always reserve a few surprises, too.
THE HOTEL DROP
For out of town clients, we plant a surprise in each guest's hotel room. We include snacks, Nashville-specific goodies, custom-designed assets, and a quick primer about what's to come.
SETTNG THE TONE
Custom-designed playlists are a fun and easy way to set the tone for a client engagement.
OTHER FUN STUFF
We design and produce swag for our clients, and send them away feeling surprised and delighted.